Troubleshoot Connection Problems

Troubleshooting › Troubleshoot Connection Problems

Troubleshoot Connection Problems

If you experience problems connecting to the Diagram Trace Utility server, perform the following tasks:

Verify that TCP/IP is properly installed on your workstation. Try to ping your Diagram Trace Utility server machine to verify that it is visible in the network. If you are unsure of how to configure TCP/IP, call your local systems administrator.
If you specified the server address by name, try entering the decimal IPv4 address instead (for example, 1.1.1.1) or hexidecimal IPv6 address (for example FE80:0:0:1::1). Your machine may not be configured properly to work with your local name server.
Verify the application being traced has been properly enabled and configured for tracing. The application must have been generated with the Trace option enabled and have the host name set to the machine on which the Diagram Trace Utility is installed. Also, the port number configured in the application must match the port number configured in the Diagram Trace Utility.
Ping the machine that is running the Diagram Trace Utility from the machine that will be communicating with the Diagram Trace Utility (either the server machine or another workstation). If your ping is unsuccessful, the server (or workstation) does not know the address of the machine running the Diagram Trace Utility. You may need to establish Domain Name Services (DNS) on the server (or workstation) in order to recognize the machine running the Diagram Trace Utility.
Verify that you do not have a firewall issue. If you are generating a trace log file on your server (using the –t flag), you may see the following text:
```
Failed to connect to server.  Response code 78.
```
This is a timeout response code. One possible reason for this is a firewall restriction.

To verify if you have a firewall issue:

Follow these steps:

Start the Diagram Trace Utility with default port number or port number of choice.
From your server (or alternate workstation), enter the following request:
```
telnet ip_address port_number
```
ip_address

Defines the IP address of the machine running the Diagram Trace Utility.

port_number

Defines the port number used when starting the Diagram Trace Utility.

If you can reach this port number successfully, you will see something like the following (using 172.24.12.127 as the IP address and 4567 as the port number in this example):
```
telnet 172.24.12.127 4567
Trying…
Connected to 172.24.12.127.
```
Stop the Diagram Trace Utility.
From your server (or alternate workstation), enter the same telnet request again.
Since the port number has been disabled (no longer listening), you will now see something like the following:
```
telnet 172.24.12.127 4567
Trying…
telnet: connect: A remote host refused an attempted connect operation.
```
Note: You might receive something like the following:
```
telnet 172.24.12.127 4567
Trying…
```
Which means that you are not able to communicate with the machine running the Diagram Trace Utility.

This could indicate that you have a firewall issue. If you have a firewall running, make appropriate changes to allow traffic through the port number being used to communicate with the Diagram Trace Utility.